By Raghav Gurumani, Chief Technology Officer, Zuper 

As is the case with most areas of business, field service management is evolving rapidly. Thanks to rapid technological advancements, things that would have been difficult even a few years ago are commonplace today. A lot of paperwork, for example, has become digitised and photographic proof of work can be sent instantly thanks to the proliferation of smartphones. 

The advancements coming in the next few years will likely be even more significant. Artificial intelligence (AI) and machine learning, along with augmented reality (AR) and virtual reality (VR) will play increasingly significant roles in field service management. We’re also likely to see even more applications that leverage mobile technology, customer self-service, and automation. 

As important as those technological advancements are, however, it’s also critical that organisations not just chase every new trend. Instead, they should focus on the ones which are most relevant to solving their unique business challenges within the local context in which they operate. 

Upskilling for tech advancements 

Take AI and machine learning, for example. There is no doubt that these nascent technologies have significant potential when it comes to field service management, particularly when coupled with Internet of Things (IoT) sensors. 

AI-powered software, for instance, is capable of handling many routine tasks, freeing up people’s time so that they can focus on high-priority issues. Intelligent scheduling algorithms, meanwhile, can help ensure that field technicians take the optimal routes to jobs based on skills and availability. Over time, those platforms will keep learning and advancing too, making things even more efficient. 

IoT-connected devices, meanwhile, can provide real-time data to enhance monitoring and proactive servicing. Combine that with the ability of smart sensors to track system performance and notify technicians of any irregularities and you have the potential for a system that’s much more efficient, to the point where faults can be repaired before customers even notice that there’s an issue. 

But organisations can’t just adopt these technologies and assume that they’ll see immediate benefits. They also need to ensure that employees have the necessary skills to take advantage of those technologies, something which is particularly important in a country which has as big a shortage of digital skills as South Africa.            

Understanding local contexts 

The same is true for other transformative technologies. AR and VR, for example, have proven value when it comes to things like training. That’s especially true when it comes to providing technicians with a low-risk environment in which they can gain experience. Again, however, you need at least some people with the right skills to set up and maintain those environments. 

AR, could also give technicians overlays that highlight components, display stats, or offer step-by-step guides. Unfortunately, that is not always feasible in South Africa. Some of those applications take a lot of bandwidth. While that’s not a problem in urban areas where connections are plentiful, it can be if a technician is working in a rural area where connectivity is patchy. 

Contrastingly, mobile technologies which allow field technicians access to schedules, job details, customer information, and knowledge databases while on the go will come more naturally to a country that’s as mobile-first as South Africa. These technologies come with numerous benefits, including allowing technicians to do, and move between, jobs more easily, enhance their interactions with customers, and be more productive with their days. That not only translates to a better customer experience but also to a more efficient organisation. 

Using the right field management software 

When it comes to bringing these transformative technologies together in a way that is meaningful and takes local contexts into account, organisations must make use of tools like field management software. Again, though, it’s not just a matter of finding the software that looks the nicest or costs the least. 

You want software that’s capable of integrating with these nascent technologies as well as with other existing pieces of enterprise software that organisations depend on. Without that kind of integration, rooted in the present, but with an eye firmly on the future, organisations cannot hope to streamline operations, improve the customer experience, and enable a highly-skilled workforce.

A considered approach 

Ultimately, as with most fields, big technological advancements will impact the field service management space in big ways. While organisations must understand the trends that follow those advancements, it’s just as important that they don’t immediately latch on to each new one. Instead, they should look very carefully at whether a particular trend or technology works within the local context and, if not, whether it will in the future. 

If it does and can seamlessly be integrated into important systems then it’s worth pursuing. In the South African context, that may not always mean using the same technologies in the same ways as in other markets. The best providers, particularly of the software that helps enable those technologies, recognise that and will fit into the ways of working that best suit your organisation.